cisco Supervisor Desktop User Guide

Cisco Supervisor Desktop User Guide

Cisco Unified Contact Center Enterprise Release 7.5
July 2008

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Contents

Cisco Supervisor Desktop User Guide

■ Introduction 5

Intended Audience 5

What’s New in This Release 5

■ Supervisor Desktop Feature Levels 6

■ Logging into Supervisor Desktop 7

Changing Your Password 8

Access Through a VPN From Behind a NAT Firewall or Router 8

■ Automated Updates 10

■ The Supervisor Desktop Window 11

Setting Preferences 13

Agent Tree 15

Formatting Agent Names in the Agent Tree 15

Restoring the Interface Default Layout 16

Toolbar Buttons and Shortcut Keys 17

Integrated Browser Pane 19

Status Bar 19

■ Real Time Displays 21

Team Skill Statistics 21

Skill Summary Statistics 23

Skill Agent State 24

Team Agent Statistics 25

Team Agent State 26

Agent vs. Team Statistics 27

Agent Call Log 30

Agent ACD State Log 31

Agent Active Call 32

Enterprise Data 33

Call History 33

■ Monitoring Agents 34

CAD-Based Monitoring 34

Unified CM-Based Monitoring 35

July 2008

Contents

■ Pushing a Web Page to an Agent 36

■ Barging In on Calls 37

■ Intercepting Calls 38

■ Recording Calls 39

■ Changing Agents’ ACD States 40

■ Using Chat 41

Predefined High-Priority Chat Messages 45

■ Using the Integrated Browser 47

Browser Toolbar 47

■ Sending Team Messages 49

■ Creating Supervisor Work Flows 51

Example: Setting Up a Supervisor Work Flow 53

Work Flow Actions 56

Audible Alert Action 56

Message Box Action 58

Report Action 58

Tree Control Action 59

Email Alert Action 60

■ Re-skilling Agents 62

■ Using Supervisor Record Viewer 65

■ Service Autorecovery 69

Index 71

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Cisco Supervisor Desktop User Guide

Introduction

Cisco Supervisor Desktop for Cisco Unified Contact Center Enterprise (Unified CCE) is
a robust computer telephony integration solution for single-site and multi-site
IP-based contact centers that is easy to deploy, configure, and manage. It provides
supervisors with powerful tools to increase productivity and improve customer
satisfaction.

The features of Supervisor Desktop allow you to view real-time statistics, monitor and
coach agents, and barge-in, intercept, and record active agent calls when necessary,
enabling effective management of agent resources.

Intended Audience

This document is written for contact center supervisors who use Supervisor Desktop
on their computers.

What’s New in This Release

Cisco Agent Desktop 7.5 includes these new features:

■ Integration with Cisco Unified Presence Server

■ Multiple tabs in integrated browser

■ Additional keyboard shortcuts for improved accessibility

■ User interface now also localized in Canadian French and Norwegian

■ User documentation now also localized in Canadian French

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Cisco Supervisor Desktop User Guide

Supervisor Desktop Feature Levels

There are three feature levels of Cisco Supervisor Desktop: Standard, Enhanced, and
Premium.

The following table lists the features that are available in each feature level of
Supervisor Desktop. Features that are not listed here are in all three feature levels.

Table 1. Supervisor Desktop features

Feature Standard Enhanced Premium

Barge-in

Cisco Mobile Agent support

Cisco Unified Presence Server integration

Integrated browser

Intercept

Real-time displays (charts)

Real-time displays (text)

Recording

Silent monitoring

Skill statistics

Supervisor work flows—all actions except
threshold alerts for tree control actions only

Supervisor work flows—threshold alerts for
tree control actions only

Team messages

●●●

●●●

●●●

●●●

●●●

●

●●●

●●

●●●

●●●

●

●●

●●●

Web page push to agents

6 July 2008

●

n

NOTE: The
Supervisor Login
window prompts for
either your name or
your ID, depending
on the method that
your administrator
configured.

Logging into Supervisor Desktop

NOTE: If you want to use all of the functionality of Supervisor

Desktop, you must first log into Agent Desktop. For more information,
see the Cisco Agent Desktop User Guide.

To start Supervisor Desktop:

1. Choose Start > Programs > Cisco > Desktop > Supervisor. The Supervisor
Login window appears (

Figure 1. Supervisor Login window

Logging into Supervisor Desktop

Figure 1).

2. Enter your Supervisor Desktop login name/ID and password in the
appropriate fields, then click OK or press Enter. Supervisor Desktop starts.

NOTE: After you log in, the application does not show any data and
the status bar displays “No Service”. You must select a team from the
Team drop-down list to display data.

NOTE: The first time you log into Supervisor Desktop, the password is
empty by default—all you need to enter is your Login ID. After you’ve
logged in, create a password using the Change Password function.

NOTE: The first time you log into Supervisor Desktop, the Login
Name/ID field is empty. The next time you log in, the Login Name/ID
field is automatically filled with the information you entered before. If
you share a computer with another supervisor, verify that this field
has your information and not the other supervisor’s information.

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Cisco Supervisor Desktop User Guide

NOTE: The first time you log into Supervisor Desktop, it may take

some time for Supervisor Desktop to start because default report
data must be generated.

Changing Your Password

Do not share your password with others. If someone else learns your password,
complete the following steps to change it.

To change your password:

1. From the menu bar, choose Tools > Change Password. The Change Password
dialog box appears (

Figure 2. Change Supervisor Password dialog box

Figure 2).

2. Type your old password, your new password, and your new password again. If
your old password was empty (blank), leave the Old password field empty.

NOTE: Passwords are a maximum of 32 alphanumeric characters.

3. Click OK. Your password is changed.

Access Through a VPN From Behind a NAT Firewall or Router

When a desktop is using network address translation (NAT) due to a firewall or router,
then virtual private network (VPN) software must be used on the desktop to ensure
full bi-directional network connectivity between the contact center servers and the
desktop. Failure to use VPN software will result in connectivity issues and a loss in
functionality such as silent monitoring failures and missing information in the agent
tree.

NOTE: Using a VPN is recommended in order to provide a more
secure connection when using Supervisor Desktop outside the
contact center.

8 July 2008

Logging into Supervisor Desktop

The VPN connection must be established before starting Supervisor Desktop. If the
VPN connection is lost during a session, you must restart Supervisor Desktop after the
connection is reestablished.

If Supervisor Desktop can log into all services except the Chat service, you must
restart Supervisor Desktop after the Chat service comes back online.

It has been verified that Cisco VPN 3000 Concentrator and Cisco VPN Client work
properly with Supervisor Desktop, and are supported for access. VPN solutions from
other vendors may work correctly, but since they have not been formally verified, they
are not supported. If you want an alternative solution to be verified, please contact
your Cisco distributor.

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Cisco Supervisor Desktop User Guide

Automated Updates

CAD enables your system administrator to update all instances of Supervisor Desktop
automatically to a newer version.

Every time you launch Supervisor Desktop, the software checks to see if there is an
updated version available, or if there was a system configuration change that requires
a Windows registry change. If either of these conditions are true, the software
automatically runs the update process.

When the update process runs, a dialog box appears, stating that your copy of
Supervisor Desktop will be updated. Click OK and then follow the instructions in the
series of dialog boxes that follows.

After the update finishes, a final dialog box appears, stating that your update is
complete. Click OK, restart Supervisor Desktop, and log in as you usually do.

NOTE: To ensure that automated updates function correctly, you
must configure Internet Explorer so that it checks for newer versions
of stored pages. To configure this setting, launch Internet Explorer
and choose Tools > Internet Options. In the Browsing history section
on the General tab, click Settings. Select the option labeled Every
time I visit the webpage.

NOTE: If the automated update fails, contact your administrator.

10 July 2008

The Supervisor Desktop Window

Skill group
tree

Agent tree

Tea m
selection

Status bar

The Supervisor Desktop window is divided into 5 areas:

■ The skill group tree, which lists all of the skill groups associated with the team

you choose from the team drop-down list

■ The agent tree, which lists all of the agents and supervisors on the team

■ Tabular/graphical real time displays of skill group information

■ Tabular/graphical real time displays of agent and team information

■ Integrated browser (if enabled)

The Supervisor Desktop interface is highly configurable. By default, the browser is not
enabled and the panes are not dockable. However, you can add or remove real time
displays, enable the integrated browser, and enable all panes to act as dockable
windows (so you can move them and resize them independently). You can also change
the size of the toolbar icons from the default 16 × 16 pixels to 32 × 32 pixels.

The specific panes that are displayed depends on the nodes that you select in the skill
group and agent trees. If you choose to enable the integrated browser, the real time
displays and the browser appear on two tabs in the right pane. Figure 3 shows
Supervisor Desktop with the integrated browser enabled and the default real time
displays (Team Skill Statistics, Team Agent Statistics, and Team Agent State).

The Supervisor Desktop Window

Figure 3. Supervisor Desktop interface

When Supervisor Desktop is in default layout (movable windows are disabled), Skill
Groups real time displays occupy approximately the top half of the right pane, and the
Agents real time displays occupy approximately the lower half of the right pane. The

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Cisco Supervisor Desktop User Guide

These displays contain Skill
Groups information and
Agents information.

These displays are in
“movable windows” mode:
able to be resized and moved
anywhere on the desktop of
your computer.

tree panes and real time display panes can all be resized by dragging the horizontal
splitters up and down and the vertical splitters left and right.

If you choose to enable movable windows (see "Setting Preferences" on page 13), all
of the real time display panes can be resized and moved anywhere on your desktop.
However, each type of display can only dock to another display of its own type. In other
words, Skill Group displays dock to other Skill Group displays and Agent displays dock
to other Agent displays. For example, you cannot separate one Agent display from
another Agent display, although they can be resized in relationship to each another
(Figure 4).

Figure 4. Example of rearranged and resized displays

Real time display panes are identified as containing information related to skill groups
or agents by the text in their title bars (Figure 5). For more information about all of the
available real time displays, see "Real Time Displays" on page 21.

Figure 5. Identifying real time displays

12 July 2008

Setting Preferences

The Preferences window controls the information that is displayed in the real time
display panes and the behavior of those panes.
you can configure for skill groups, skills, teams, agents, and calls, using the
Preferences window.

Table 2 . Configurable elements of Supervisor Desktop

The Supervisor Desktop Window

Table 2 summarizes the parameters

Tree Control
Node Available Real Time Displays

Configure

Columns?

Configure

Graphs?

Configure

Refresh?

Skill Groups Team Skill Statistics Yes Yes Yes

Skill Skill Summary Statistics Yes No Yes

Skill Agent State Yes Yes No

Team Team Agent Statistics Yes Yes Yes

Team Agent State Yes Yes No

Agent Agent vs. Team Statistics Yes Yes Yes

Logs Agent Call Log Yes No No

Agent ACD State Log Yes No No

Calls Agent Active Call Yes No No

Enterprise Data Yes No No

Call History Yes No No

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Cisco Supervisor Desktop User Guide

To set your interface preferences:

1. Choose View > Preferences. The Preferences window appears (Figure 6).

Figure 6. Preferences window

2. In the left pane, select a node. The right pane displays that node’s settings.

NOTE: If a display element is grayed out, it cannot be configured.

3. If you want to configure the columns that are displayed, complete the
following steps.

a. Select Columns and click the ellipsis (…). The Configure Columns

dialog box appears.

b. Select the columns you wish to appear in the display. Use the up and

down arrows to set the order in which you want them to appear.

c. Click OK when done.

4. If you want to configure the chart that is displayed, complete the following
steps.

a. Select Graphical displays and click the ellipsis (…). The Select charts

dialog box appears.

b. Select the chart you wish to appear in the display, then click OK. You

can select only one chart for each real time display.

14 July 2008

The Supervisor Desktop Window

5. If you want to configure the refresh rate, select Refresh rate in seconds and
adjust the rate.

6. If you want to be able to rearrange the real time display panes, select the
Enable movable windows check box.

7. If you want the toolbar icons to be 32 × 32 pixels instead of the default

× 16 pixels, select the Enable Large Toolbar Icons check box.

16

8. If you want to have access to the integrated browser in Supervisor Desktop,
select the Enable Integrated Browser check box.

■ To configure a home page that is different from the default of

www.cisco.com, select the Browser node in the left pane. Enter a URL in
the Browser home page field in the right pane, then click OK.

■ If you want to have access to more than one browser tab, complete the

following steps.

a. Select the Browser node in the left pane.

b. Select a number from 1 to 10 in the Number of Browser Tabs field in

the right pane.

Agent Tree

c. For each additional browser tab, select the tab from the Browser Tab

field, then enter a URL in the Browser home page field. If you do not
enter a home page, the tab will not display.

9. If you want to have access to the Unified Presence server, select the Enable
Cisco Unified Presence check box.

10. Click OK to save your configuration.

The Agent tree displays all agents and supervisors on the selected team who are
currently logged in. The icon next to the agent’s name indicates the agent’s current
state.

NOTE: CAD-BE agents may close CAD-BE without logging out. If this
happens, they will continue to appear in the Agent tree for
approximately 1 minute. After 1 minute they are logged out
automatically by the system if they were in a non-Talking agent state
when they closed CAD-BE. If they were in the Talking state, they will
not be logged out but will continue to appear in the Agent tree.

Formatting Agent Names in the Agent Tree

The Preferences window also enables you to control how agent names are displayed
in the Agent tree.

An agent can be identified by one or all of the following:

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Cisco Supervisor Desktop User Guide

■ Name

■ Extension

■ Application used by the agent (CAD, CAD-BE, or IPPA)

■ Type of agent (mobile)

At least one of these must be selected to identify an agent in the Agent tree.

If all options are selected, the information in the Agent tree appears as follows:

Jane Smith x1500 CAD-BE
John Doe x1000 CAD 6125551234 (Mobile)

In this example:

■ Jane Smith is a CAD-BE agent. The number displayed is her extension.

■ John Doe is a mobile agent. The number displayed as the extension is the CTI

port that the agent connects to when logging in. The 10-digit phone number is
the number of the phone device that the agent is using to handle calls.

To format agent names in the Agent tree:

1. Choose View > Preferences, and then select the Agents node.

2. In the Format node text grid, check the elements you want to use to identify
an agent. You must select at least one element. A sample of what the name
will look like appears on the Sample line.

3. Click OK.

Restoring the Interface Default Layout

To restore your Supervisor Desktop to its default layout, open the Preferences window
(choose View > Preferences), then click Restore default layout.

Clicking this button makes the following changes:

■ In the Real Time Displays pane, moves displays to their default positions:

— the Team Skill Statistics Display to the top

— the Team Agent Statistics Display to the middle

— the Team Agent State Display to the bottom

■ Disables the integrated browser

■ Disables movable windows

■ Disables any graphical real time displays you selected previously

16 July 2008

Clicking this button does not make any of the following changes listed below. You must
manually resize the columns yourself and reset the other two elements to their default
settings in the Preferences window (see "Setting Preferences" on page 13).

■ Resize columns to their default widths

■ Restore columns to real time displays that you removed previously

■ Reset the report font size to the default (15)

Toolbar Buttons and Shortcut Keys

The following tables list the toolbar buttons and shortcut keys that you can use to
navigate Supervisor Desktop.

Table 3 lists the toolbar buttons and shortcut keys for refreshing the data display.

Table 3. Refreshing the data display toolbar buttons and shortcut keys

Icon Name Shortcut Description

The Supervisor Desktop Window

Refresh Ctrl-F Refreshes the information in the data view pane.

Table 4 lists the toolbar buttons and shortcut keys for changing an agent’s state.

Table 4. Agent state toolbar buttons and shortcut keys

Icon Name Shortcut Description

Logout Ctrl-L Logs the selected agent out of the ACD.

Ready Ctrl-E Changes the selected agent’s state to Ready.

Not Ready Ctrl-N Changes the selected agent’s state to Not Ready.

Work Ready Ctrl-D Changes the selected agent’s state to Work

Ready.

Work Not
Ready

Ctrl-Y Changes the selected agent’s state to Work Not

Ready.

Table 5 lists the toolbar buttons and shortcut keys for call handling.

Table 5. Call handling toolbar buttons and shortcut keys

Icon Name Shortcut Description

Barge-in Ctrl-B Enables you to join an agent’s phone conversation.

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Cisco Supervisor Desktop User Guide

Table 5. Call handling toolbar buttons and shortcut keys

Icon Name Shortcut Description

Intercept Ctrl-I Enables you to intercept a call while disconnecting

Table 6 lists the toolbar buttons and shortcut keys for communicating with your team

and other supervisors.

Table 6. Team communication toolbar buttons and shortcut keys

Icon Name Shortcut Description

Chat Ctrl-J Opens the Chat Selection window.

Team Message Ctrl-X Opens the Team Message window.

Table 7 lists the toolbar buttons and shortcut keys for recording calls.

the agent from the call.

Table 7. Recording toolbar buttons and shortcut keys

Icon Name Shortcut Description

Start Record Ctrl-R (Enhanced/Premium only). Starts recording the

selected call.

Stop Record Ctrl-S (Enhanced/Premium only). Stops recording the

selected call.

Table 8 lists the toolbar buttons and shortcut keys for monitoring agents.

Table 8. Voice monitoring toolbar buttons and shortcut keys

Icon Name Shortcut Description

Start Voice Monitor Ctrl-A Starts monitoring the selected agent.

Stop Voice Monitor Ctrl-P Stops monitoring the selected agent.

Voice monitor volume Ctrl-V Opens a volume slider control.

Table 9 lists the shortcut keys for keyboard accessibility.

Table 9. Accessibility shortcut keys

Shortcut Description

Ctrl-Shift-S Selects the Skill Groups node in the Skill Groups tree.

18 July 2008

The Supervisor Desktop Window

Current system time in 24-hour format

Current status of Supervisor Desktop features

User ID or name, as entered when logging in

User name

Table 9. Accessibility shortcut keys

Shortcut Description

Ctrl-Shift-A Selects the Agents node in the Agents tree.

Ctrl-Shift-T Selects the Team node in the Agents tree.

Ctrl-H Selects and drops down the Team Selection List.

Once you have set focus to the skill group tree, the agent tree, or the team node in the
agent tree, you can use the tab key to navigate to the real time display panes. Once
your focus is in a real time display pane, you can use the arrow keys to navigate
around the display grid.

NOTE: The tab key will move you among the real time display panes,
but the order in which you access them will not necessarily be in sync
with the physical arrangement of the display panes on your desktop.

Integrated Browser Pane

The integrated browser pane allows you to view internet and intranet web pages to
help you assist agents and customers. The integrated browser has from 1 to 10 tabs,
each of which can display a different web page. You configure each tab to display a
specific website as your home page.

For more information about this pane, see "Using the Integrated Browser" on page 47.

Status Bar

The status bar displays current information about Supervisor Desktop (Figure 7).

Figure 7. Status bar

In the event of a service failure, the Current Status section changes from “In Service”
to “Partial Service” or “No Service.” To learn what features are affected by the service
outage, double-click the Current Status section of the status bar to view a popup
window that displays which features are active or inactive.

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Cisco Supervisor Desktop User Guide

For more information on the Current Status popup window and service auto-recovery,
see "Service Autorecovery" on page 69.

20 July 2008

Real Time Displays

The real time displays contain the information you need to manage your teams and
agents. Real time displays include the following:

■ Team Skill Statistics on page 21

■ Skill Summary Statistics on page 23

■ Skill Agent State on page 24

■ Team Agent Statistics on page 25

■ Team Agent State on page 26

■ Agent vs. Team Statistics on page 27

■ Agent Call Log on page 30

■ Agent ACD State Log on page 31

■ Enterprise Data on page 33

■ Call History on page 33

Real Time Displays

There are two types of displays: tabular and graphical.

■ Tabular displays present skill group, team, and agent information in a grid.

Tabular information can be sorted in ascending/descending order by clicking
any column header in the grid. You can sort by one column only.

■ Graphical displays present the same information as bar charts, except for

Agent vs. Team Statistics, which is presented as two pie charts.

NOTE: Graphical displays are available at the Premium level only.

Team Skill Statistics

The Team Skill Statistics Display is available when you select the Skill Groups node in
the Skill Groups tree (

Figure 8. Team Skill Statistics Display

Figure 8).

This display presents the details of each individual skill group, regardless of whether
or not an agent with that skill is logged in. By default, the data displayed is sorted in
ascending order by skill name. The data is obtained from the CTI server unless

July 2008 21

Cisco Supervisor Desktop User Guide

otherwise noted, and is for the current day starting at midnight. The data refresh rate
is configurable. By default it is every 15 seconds. The minimum rate is 5 seconds, and
the maximum rate is 60 seconds.

Graphical displays of this information consist of bar charts with the skill name on the Y
axis and any of the available statistics listed in the table below on the X axis,
expressed in either an integer (0, 1, 2…) or time duration (hh:mm:ss).

Table 10. Team Skill Statistics Display data

Name Description

Skill
Name

The skill group identifier, as set up in Cisco Unified CCE. This column is
required and cannot be disabled.

Agents The number of agents logged in.

Calls

The number of calls currently in queue waiting for an agent.

Waiting

Current

The time of the oldest call in queue.

Oldest

ASA Average speed of answer. The average time a caller waits in queue for

an agent, calculated by dividing the skill group wait time by the number
of calls answered by the skill group.

NOTE: This statistic is calculated from the columns PeripheralNumber,
AnswerWaitTimeTo5, and CallsAnsweredTo5 in the tables t_skill_group
and t_skill_group_real_time in the Cisco Unified CCE Admin Workstation
(AW) HDS database, not from the CTI server.

Calls

The number of calls presented, answered, and completed by agents.

Handled

Talk
Average

The average amount of time agents in the skill group spend in the
Talking state.

22 July 2008